Clone a ConnectWise Ticket

Overview

This workflow lets you quickly clone a ticket and provides a link back to the original. You can configure what gets copied, but by default it duplicates the company, contact,

Setup Instructions

Grab the webhook URL in n8n by double-clicking the first node.
In ConnectWise, navigate to Setup Tables > Links and choose + on the menubar. Under Link Name put Clone Ticket. Set Table Reference to Service and change the Link Definition to the webhook URL before and add https://n8n.example.com/webhook/abcd-UUID-here?ticketid=[srnumber]. See ConnectWise University for more info.
Confirm the URL prefix is correct in the final Redirect to Ticket node if you want to redirect to a different system.

The Workflow

{
  "nodes": [
    {
      "parameters": {
        "path": "132bbec3-ff27-4831-8fd5-5ac49a004abc",
        "responseMode": "responseNode",
        "options": {}
      },
      "id": "75f8daee-a39d-4365-83c7-8ef9eeab3c85",
      "name": "Webhook",
      "type": "n8n-nodes-base.webhook",
      "typeVersion": 1,
      "position": [
        -224,
        96
      ],
      "webhookId": "132bbec3-ff27-4831-8fd5-5ac49a004abc"
    },
    {
      "parameters": {
        "options": {
          "responseCode": 302,
          "responseHeaders": {
            "entries": [
              {
                "name": "Location",
                "value": "=https://na.myconnectwise.net/v4_6_release/services/system_io/Service/fv_sr100_request.rails?service_recid={{ $json.id }}"
              }
            ]
          }
        }
      },
      "id": "301c3f6a-56b3-470f-9ef1-78b82b3178b3",
      "name": "Redirect to Ticket",
      "type": "n8n-nodes-base.respondToWebhook",
      "typeVersion": 1,
      "position": [
        368,
        96
      ]
    },
    {
      "parameters": {
        "resource": "ticket",
        "operation": "get",
        "id": "={{ $json.query.ticketid }}"
      },
      "type": "@mspcopilot/n8n-nodes-connectwise.connectWisePsa",
      "typeVersion": 1,
      "position": [
        -16,
        96
      ],
      "id": "0a596341-fcdc-4b30-9122-b0f436b286a2",
      "name": "Get a ticket",
      "credentials": {
        "connectWisePsaApi": {
          "id": "YOUR_CREDENTIAL_ID",
          "name": "API account"
        }
      }
    },
    {
      "parameters": {
        "content": "## Setup Instructions\n\nModify the **Redirect to Ticket** node to have the URL prefix you want. For Nilear, use `https://mtx.link/{{ $json.id }}`",
        "height": 144
      },
      "type": "n8n-nodes-base.stickyNote",
      "position": [
        304,
        272
      ],
      "typeVersion": 1,
      "id": "8b8d5d09-3d2c-4178-bbbc-ad0a5509d16d",
      "name": "Sticky Note"
    },
    {
      "parameters": {
        "resource": "ticket",
        "summary": "=Copy: {{ $json.summary }}",
        "company": "={{ $json.company.id }}",
        "board": "={{ $json.board.id }}",
        "initialInternalAnalysis": "=Copied from #{{ $json.id }} {{ $json.summary }}",
        "additionalTicketFields": {},
        "assignments": {
          "assignments": [
            {
              "id": "fd8f3514-6923-4940-8543-269ecb41e11a",
              "name": "contactEmailAddress",
              "type": "string",
              "value": "={{ $json.contactEmailAddress }}"
            },
            {
              "id": "01c826d8-8ed9-409f-aa3c-9876a5a579dc",
              "name": "automaticEmailCc",
              "type": "string",
              "value": "={{ typeof $json.automaticEmailCc !== 'undefined' ? JSON.stringify($json.automaticEmailCc) : '' }}"
            },
            {
              "id": "1c1301d9-655c-4044-9c65-de4a0eb433a0",
              "name": "automaticEmailCcFlag",
              "type": "boolean",
              "value": "={{ $json.automaticEmailCcFlag }}"
            }
          ]
        }
      },
      "type": "@mspcopilot/n8n-nodes-connectwise.connectWisePsa",
      "typeVersion": 1,
      "position": [
        176,
        96
      ],
      "id": "57c176ad-dbd1-40cb-ab95-554e8e16bfb0",
      "name": "Create ticket copy",
      "credentials": {
        "connectWisePsaApi": {
          "id": "YOUR_CREDENTIAL_ID",
          "name": "API account"
        }
      }
    }
  ],
  "connections": {
    "Webhook": {
      "main": [
        [
          {
            "node": "Get a ticket",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Get a ticket": {
      "main": [
        [
          {
            "node": "Create ticket copy",
            "type": "main",
            "index": 0
          }
        ]
      ]
    },
    "Create ticket copy": {
      "main": [
        [
          {
            "node": "Redirect to Ticket",
            "type": "main",
            "index": 0
          }
        ]
      ]
    }
  },
  "pinData": {
    "Webhook": [
      {
        "headers": {},
        "params": {},
        "query": {
          "ticketid": "10000"
        },
        "webhookUrl": "https://n8n-demo/abc123",
        "executionMode": "test"
      }
    ]
  }
}